This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologically sophisticated providers that have brand recognition, experience, higher R&D spending, a client base, a large number of partners, and resources. Growth will be driven by higher adoption of outsourcing services during the pandemic; significantly higher spending by end-user sectors; companies' renewed view of contact centers as profit centers; and the higher liquidity in European economies.

Author: Federico Teveles